Faulty LED TV

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An LED television is an expensive purchase and you won’t want to be out of pocket if it goes wrong.

The good news is that in the UK you have statutory rights as a consumer that give you six years (five in Scotland) from the date of purchase to make a claim. These rights are provided by the Sale of Goods Act 1979, which is often referred to as SoGA.

The Sale of Good Act states that items must be of satisfactory quality.

This covers life expectancy taking into account the type of product purchased and the price paid. It is therefore reasonable to expect an expensive item such as an LED TV to last 5 – 8 years when used under normal operating conditions.

Remedies

The remedies available to you depend upon how long you have had your television.

Just got your LED TV

If you have just got your television and it is faulty you can reject it and demand a full refund or a replacement.

Less than six months from purchase

If your faulty LED television is less than six months old the television is assumed to have been faulty when it was delivered and it is for the retailer to prove otherwise.

More than six months from purchase

When you have LED TV is more than six months old, the burden of proof lies with you the consumer. You may need to prove that it was faulty when delivered and has an inherent fault.

Less than a year old

In practice most televisions come with a 1 year manufacturer’s warranty and any problems you have will be covered by this. The terms of the warranty can include anything and you may need to pay for shipping costs to the repair centre. When making a claim under the Sale of Goods Act the retailer is liable for the postage costs and other out-of-pocket expenses.

More than a year old

It is when the warranty has expired that consumers have problems with retailers who tend to fob people off and suggest contacting the manufacturer and paying for a repair. This is when you need to know what your rights are and how to assert them.

You need to be assertive and state that your television is not of satisfactory quality and that this is a requirement of the Sale of Goods Act 1979.

It is always a good idea to put things in writing so that there is an audit trail. These days e-mail is fine.

Dear Sir,

I purchased a Samsung LED TV from you on 01/01/07 for £1000 and it is not of satisfactory quality.

The problem is that I can’t get a picture when I turn on the television.

I would like you to repair or replace my television as my contract is with you and it is reasonable to expect an expensive LED TV to last longer than this. As you are aware, this is one of my statutory rights as defined in the Sale of Goods Act 1979.

Please arrange for my TV to be replaced or repaired within 14 days from receipt of this letter.

Yours faithfully,

John Smith

Additional Protection

If you paid with your credit card, even if this was just the deposit, the credit card company is equally liable and is effectively the retailer, under Section 75 of the Consumer Credit Act. This is especially useful if the retailer has gone out of business.

If you bought your television over online, by mail order or on the phone you are covered by the Distance Selling Regulations and can return the product in a re-saleable condition seven days after it was delivered. However, you must inform the retailer in writing.

Who Pays for Return Postage?

If you are making a claim under the SoGA the retailer will pay either directly or reimburse you.

If you are making a warranty claim this depends on the warranty terms and conditions.

If you are returning an unwanted TV under the Distance Selling Regulations then it depends what it says in the retailer’s terms. Usually you are required to pay the return shipping costs, but restocking fees are NOT allowed.

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{ 13 comments… read them below or add one }

Kathleen Cooke March 13, 2010 at 7:54 pm

Great Info thank you.

D.W. Morris June 11, 2010 at 9:20 pm

My 46 inch LED Tv cost £1200 and is only 2 years old, and has developed a serious screen fault. I was advised by the retailer that as i had not taken out an extended warranty at purchase that it was my bad luck and no liabilty lay with them.
Your web site has been most useful as it has allerted me to my statutory rights and I have sent a letter along the lines of your pro forma, I am awaiting a reply. In anticipation of a fight or their counterclaim that this might have arisen due to misuse can you provide any guidance that this was in fact a latent manufacturing defect? If you can help I have a photo that I can e mail.

Pauline Galloway November 14, 2010 at 7:21 pm

Hi. Was just wondering if u have had any joy in getting ur tv fixed as my friend has the same problem. He has a 46” samaung led tv which is 13months old and now has a 6” wide stripe from the left hand side and is now really unwatchable and he was told same as u. He is now going through Samsung to try get this resolved. As i have just read it should be usable for 5years. Please can u send me an e-mail to let me know if u have managed to get ur problem resolved….many thanks….Pauline…

M&M's November 22, 2010 at 1:21 pm

I bought a 50″ LG Plasma 18 months ago and its got a huge line down the screen, advised by retailer to contact LG who just arent interested in
replacing or repairing.
Hope you two got on better than me, being assertive didnt get me anywhere!!

Helen Gerrish February 25, 2011 at 2:36 pm

I bought a Panasonic 42″ plasma TV from John Lewis in Jan 08. AT the time, their sales man convinced us that we should opt for the more expensive Panasonic model as it is “future proofed” – this cost £500 more. He also confirmed, when we questioned, that there is no catches in the JL 5 year guarantee, it is a full guarantee.
Less than 3 years later the TV would not turn on. After very bad customer service from JL regarding the repair including being told that we had to return the TV to the shop ourselves (anyone with a plasma TV knows how heavy these are), never once have they contacted us with any progress, we have had to make numerous phone calls to find out an up to date situation each time.
After repairing it once and then finding another fault before it was even returned to us, JL have now decided that it is not cost effective to repair and have offered us £500 towards a new TV. IN good faith, we paid £1100 for this TV on the basis that JL’s own staff advised this was the better TV to invest in and it was a top of the range plasma and we should expect it to last at least 5 years, particularly when JL are willing to provide a 5 year guarantee fro free.
it appears from searching on the Internet that we experienced a very common problem. I would like to know where my consumer rights stand here.

Richard June 12, 2011 at 10:02 pm

Bought a 40″ LCD from ebuyer.com went faulty ie dead before 12 month warranty had expired but after 6 months ofered me a refund less about £50!!! this was bought by the family for my farthers 80th birthday. I always thought a 12 month manufactures warrant meant 12 months or I am just stupid??????

ABHILASH July 21, 2011 at 2:34 pm

I have a nikai led tv model no ntv2401LEDFHD but it is not working properly only power red LED is blinking . What`s the problem is can u please send any remedy for this as soon as possible.

vicky December 16, 2011 at 5:06 pm

Help!!!!
We purchased a samsung tv dec 08 £549.00. the screen has developed an issue, when we turn the tv on it has a distorted picture from the left hand side this usually clears after it has been on for 20mins or more…
Having looked on afew web pages I have noticed this seems to be a common problem does anyone have any helpful tips when contacting Samsung? We are unsure where we stand re stat rights
thanks

Noel March 12, 2012 at 3:11 pm

Hi,
Currys just replied that they want to check my 50″ LG to establish if it is manufacturer issue, they have requested £90 and will re-imbirse if fault is established.

Can they request this under SOGA , as it is their technician who will be doing the evaluation.
do I have any options here ?
Thanks

william April 24, 2012 at 8:00 pm

i purchased a samsung led hd tv from currys 8/ 8 2008 it has a black line in the middle of the screen i was hopeing you could help me i have read the consumer act regarding my rights i have not yet contracted currys yet will i have to do that first thank you

franco schettino July 27, 2012 at 1:46 pm

i have purchased a samsung d6530 tv less than 3 months old and also with a monster surge protector and a home cinema kit.
one week ago i had to remove the home cinema kit and found that the tv speakers dont work.
a samsung engineer said this is ONLY caused by a power surge and the motherboard needs replaceing.
samsung was very rude to me and said expect nothing except a repair and be happy about it.
i am not happy about it cos i believe it was a fault in the tv before i bought it as my power surge protector has never been tripped or stopped working.
which leads me to believe the fault was there before i purchased everything
i was told the tv was ex display but now i have found out that the tv was a customer return and wasnt brand new, but was sold to me as brand new and fully working, clearly it is not.
comet say because it is past 7 days its samsungs responsibilty to sort it out, samsung want to repair it but i am not happy with that as it has been shown that i was sold a broken tv but just didnt realise as i purchased a sound system.
it was only when i disconnected the sound system i found the fault, nearly 3 months later.
so my question is who does the responsibilty lie with, comet or samsung?
i do not want it fixed as i believe i should have been given a fully working tv, like stated from the begining.
i am being thrown from one company to another and neither want to assume responsibilty.
i am willing to pay extra to get what is a new tv, still with samsung
please can someone help me as time is running out and i am in need to get this sorted asap.
thank you in advance for any help offered

ceri waite January 28, 2013 at 12:58 pm

Hi I have a question I bought a bush 22inch lcd/dvd in Dec 2011 this was returned to Argos Nov 2012 as it was stuck on stanby it couldn’t be repaired so I was given a replacement in Dec 2012 which is now stuck on stand by this seems to happen once the tv has been unplugged can I get this replaced as I wasn’t given a new receipt so assume I have no guarantee

Kassem Taleb November 8, 2014 at 10:21 pm

Dear Sir,
I purchased LED TV model UA60ES8000 with a huge amount of money from you in Nigeria last week. The TV had worked for only two days and then suddenly tripped off and couldn’t start again.
please I am seeking your attention urgently and immediately. Here is my contact; at Abuja, Nigeria +234 803 5552233.
I believe that this is an easy issue to be rectified with few days.

Sincerely,
Kassem Taleb

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